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Calculating Chat Session Capacity for Siebel Chat

To estimate how many agents and supervisors are supported and how many Web servers and application servers are required based on the example chat session capacities of 600, 1000, and 3000, review the calculations in Table 4. In reviewing the calculations in Table 4, note the following:

  • Calculations are based on 100 concurrent agents, each handling up to a maximum of 3 simultaneous chat sessions
  • Agents are assumed to be new agents
  • Each agent has 3 chat sessions, one active, and two on hold.
  • If agents already handle voice interactions, then remove 200 from the session calculation

You must deduce your own final capacity number based on your own unique situation.

NOTE:  The recommended server configurations in Table 4 are for a single company deployment and do not consider master and backup redundancy, which would require additional hardware. In multitenancy mode, dedicated application servers must be configured on a company-by-company basis. Clustering is recommended where ideally every physical server would be replicated.

Table 4. Capacity of Chat Session for Siebel Chat 
Number of Chat Sessions
Level of Support
Recommended Server Configuration

600 Chat Sessions
  • 200 agents
  • 1 administrator session (with 300 users for each session)
  • 5 supervisors (40 users for each supervisor)
  • 8061 total sessions
  • 2 Web Servers
  • 1 Application Server

1000 Chat Sessions
  • 333 agents
  • 2 administrator sessions
  • 9 supervisors (40 users for each supervisor)
  • 1344 total sessions
  • 4 Web Servers
  • 2 Application Servers, split as follows:
    • Application Server 1:

      IM, Chat, Stats, License Manager, Host Manager, TCP/IP Bus

    • Application Server 2:

      ACD, TCP/IP Bus

3000 Chat Sessions
  • 1000 agents
  • 4 administrator sessions
  • 25 supervisors
  • 4029 sessions
  • 9 Web Servers
  • 3 Application Servers, split as follows:
    • Application Server 1:

      Chat, IM, TCP/IP Bus

    • Application Server 2:

      ACD, License Manager, Host Manager, TCP/IP Bus

    • Application Server 3:

      Stats, TCP/IP Bus
    
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